Administrative Skills, Communication Skills, Communication Systems, Computer Skills, Customer Relations, Customer Support/Service, Government, Interpersonal Skills, Mail Processing, Multitasking, Operational Support, Organizational Skills, Presentation/Verbal Skills, Regulations, Resolve Customer Issues, Telephone Skills
Clerk (49077)
The City of Virginia Beach Human Services Department is seeking a dependable and customer-focused Clerk to support front desk operations and the customer care communications center. This role serves as a key point of contact for the public, ensuring visitors and callers receive accurate information and efficient service.
Key Responsibilities
- Serve at the front desk or in the communications center, directing visitors and answering incoming calls
- Follow all front desk security procedures, policies, and guidelines
- File, sort, and distribute mail and packages
- Provide information regarding Human Services departments, locations, and hours of operation
- Delivering excellent customer service to the public using established service principles
- Communicate effectively with a diverse population both in person and over the phone
- Maintain professionalism when handling irate or difficult customers
- Respond to inquiries from staff and the public in person and by telephone
- Explain rules, policies, and regulations clearly
- Operate computer-based screening and communication systems
- Route calls and resolve complaints by directing them to appropriate program areas
- Follow established city telephone standards
- Maintain and update resource materials and telephone lists
- Report any threatening or unsafe situations to appropriate administrative staff
- Liaise between clients, staff, and professionals; interpret and respond clearly to verbal requests and instructions
Qualifications
- Strong interpersonal and customer service skills
- Excellent verbal communication and phone etiquette
- Ability to remain calm and professional in high-pressure situations
- Basic computer skills and ability to learn internal systems
- Strong organizational and multitasking abilities
- Prior experience in customer service, administrative support, or clerical work preferred
Work Environment
- Office setting within a public-facing government department
- Frequent interaction with the public, including potentially sensitive situations